SupportCandy Agentgroup

Version: 3.0.6

Last Update: November 14, 2024

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SupportCandy Agentgroup

SupportCandy Agentgroup allows for the creation of agent groups, enabling the assignment of tickets to these groups, similar to individual agents.

Here’s how it operates:

Agent Group Setup: Create agent groups and designate some members as supervisors.
Ticket Assignment: Tickets can be allocated to these agent groups just as they would be assigned to individual agents.
Supervisor Access: The group supervisor gains access to view and manage all tickets assigned to that specific group.
Filtering Agents: Agents can be filtered based on these agent groups for easy management.
Assignment Handling: If a supervisor needs to reassign a ticket, it must remain assigned to the group to maintain access. Otherwise, access to the ticket will be lost.